Customer First: XCMG’s Overseas After-Sales Team Wins Trust in Nigeria
XCMG’s Nigeria after-sales service team responded promptly to a late-night emergency call from a customer whose tractor broke down mid-transport, helping to prevent a major logistics disruption.
The incident occurred at 11 p.m., when a customer named Prince contacted XCMG’s hotline, reporting that his tractor had stalled while carrying a full load of cargo. Concerned about potential delays and financial loss, he sought immediate assistance.
XCMG’s team prepared tools and spare parts based on the reported issue and arrived at the scene that night. After one hour of on-site inspection, technicians identified the problem as a pressure loss in the hand fuel pump, likely caused by improper operation and insufficient maintenance. The repair was completed swiftly, allowing the vehicle to resume its journey.
The following day, XCMG staff followed up with the customer to assess the truck’s condition and offered practical advice on safe driving and maintenance practices.
The case highlights XCMG’s commitment to its service standards, which include a five-minute response time, one-hour arrival, and time-bound repair. The company continues to emphasize professional, customer-focused after-sales support in overseas markets.
XCMG, a global construction machinery manufacturer, has been expanding its international after-sales network to improve responsiveness and enhance customer satisfaction.
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